Yudi Fernando

Factors influencing intention to use e-government services among citizens in Malaysia

This study is an exploratory study on the e-government in Malaysia. With the liberalization and globalization, Internet has been used as a medium of transaction in almost all aspects of human living. This study investigates the factors that influencing the intention to use e-government service among Malaysians. This study integrates constructs from the models of Technology Acceptance Model (TAM), Diffusion of Innovation (DOI) which been moderated by culture factor and Trust model with five dimensions. The study was conducted by surveying a broad diversity of citizens in Malaysia community. A structured questionnaire was used to collect data from 195 respondents but only 150 of the respondents with complete answers participating in the study. The result of the analysis showed that trust, perceived usefulness, perceived relative advantage and perceived image, respectively, has a direct positive significant relationship towards intention to use e-government service and perceived complexity has a significant negative relationship towards intention to use e-government service. While perceived strength of online privacy and perceived strength of non-repudiation have a positive impact on a citizens trust to use e-government service. However, the uncertainty avoidance (moderating factor) used in the study has no significant effect on the relationship between the innovation factors (complexity, relative advantage and image) and intention to use e-government service. Finally in comparing the explanatory power of the entire intention based model (TAM, DOI and Trust) with the studied model, it has been found that the DOI model has a better explanatory power.

Determinants of RFID Adoption in Supply Chain among Manufacturing Companies in China: A Discriminant Analysis

The growth of China’s economy hinges to a large extent on the ability of the industry to operate more efficiently and effectively in the global supply chain system. China’s manufacturing companies should pay attention to adopt more efficient supply chain technologies to provide better services for their customers. China has initially carried out research and development and industrialization of technology related to RFID and begun to apply in some areas in recent years. This article studies the determinant factors of the RFID adoption by manufacturing companies in China. The population of this study is manufacturing companies in China that are registered under Federation of China Manufacturers. A questionnaire survey is conducted to study the adoption of RFID by China’s manufacturing industry. This study reveals that the environment, organization, technology and product have the impact on the adoption of RFID in China. Organization should be given strategic attention to improve employee participation in adopting RFID as a strategic tool.

Best Practices for the Effectiveness of Benchmarking in the Indonesian Manufacturing Companies

Purpose – The purpose of this paper is to examine best practices that contribute to the effectiveness of benchmarking in Indonesian manufacturing industries.Design/methodology/approach – A total of 250 questionnaires are distributed to representatives of the Badan Pengelola Industri Strategis (BPIS) registered companies, specifically to the quality managers or production managers that are involved in the benchmarking process in companies.Findings – In total, 155 responded to the questionnaire; that gives a response rate of 51.67 percent. Analysis of the data has shown that some benchmarking practices, e.g. the manufacturing process, and organizational and environmental factors do significantly influence the effectiveness of benchmarking.Research limitations/implications – Further study needs to be undertaken to identify other best practices of benchmarking. A further limitation of the study is that the survey items are based on the literature review.Practical implications – A government body such as a ben...

Does a firm’s innovation category matter in practising eco-innovation? Evidence from the lens of Malaysia companies practicing green technology

Purpose – The purpose of this paper is to investigate different types of innovations and their effects on eco-innovation practices by firms practicing green technology in Malaysia. Design/methodology/approach – This paper collected data via postal and online surveys. The population frame for this study was obtained from the External Trade Development Corporation directory 2010 and the MyHijau Directory published in 2013. Surveys were distributed to the top management of green technology companies. Findings – Based on the reflections from the managers who participated in the survey, this study found that environmental compliance has become a critical issue and lack of enforcement can no longer be ignored. Despite that fact that eco-innovation inspection activities to comply with environmental regulations are carried out periodically by the studied firms, the challenges in deploying the latest green technologies and their potential benefits have remain evident. Often, a shortage of resources has restricted ...

An extension of internal service quality concept: lesson from the best low-cost carrier in the six regions of the world

The fundamental theory of internal service quality (ISQ) is measured based on a companys evaluation on the proper service delivery process. Existing concepts of ISQ is not sufficient in explaining the true nature and there is a need of rethinking to understand what and where ISQ is going currently. This study has two following objectives. First is to extend the concept and the model of ISQ. Second objective is to identify the dimensions of ISQ based on benchmarking study in low-cost carrier (LCC) industry. The extension concept of ISQ is done based on a systematic review of the existing literature. Besides, the present study also provides benchmarking results on top-two best LCC practices in the six regions of the world. The results of the study conclude that ISQ model creates awareness among employees about the importance of practicing excellence service at all times in an organisation.

The impact of organisational variables and quality performance on customer satisfaction

There is a considerable emphasis on the impact of operational practices on performance in many studies. However, there is a lack of empirical studies on the organisational variables and their effects on conformance quality, design quality and customer satisfaction. Thus, the study of the relationship between organisational variables and quality performance is critical for firms and researchers to better understand the effects of organisational variables onto different levels of quality performance. The purpose of this paper is therefore, to examine the effects of organisational variables on conformance quality, design quality and customer satisfaction in quality management system. This study was conducted by distributing questionnaires to 243 ISO certified manufacturing firms in Malaysia. The result of the analysis showed that leadership for quality, quality culture, quality strategy, quality technology and tool, rewards and recognition, respectively, have a direct positive significant relationship towards conformance quality, design quality and customer satisfaction. The results contributed to a better understanding on how organisational quality variables, mediated by design quality and conformance quality, can be effectively employed by whole manufacturing firms, thus influencing customer satisfaction.

An empirical study on the contribution of lean practices to environmental performance of the manufacturing firms in northern region of Malaysia

Nowadays, environmental issues receive an increasing global attention which eventually leads to questions on how to integrate environmental issues with business operations and strategy. Despite the importance of lean manufacturing in providing environmental benefits to organisations, little is known about the effect of lean practices on environmental performance of the firms. The purpose of this study is to investigate the effect of lean practices in different functional areas of manufacturing firms on environmental performance. A quantitative survey methodology was adopted to collect data from 445 manufacturing firms in northern region of Malaysia. The data were analysed based on 101 usable responses. The results of the survey indicate that lean practice related to functional areas of process and equipment, human resource, product design and customer satisfaction have positive effect on environmental outcomes. The implications of the findings and suggestions for future research are discussed at the end of research.

Determinants of RFID adoption among Logistics Service Providers in Malaysia: a discriminant analysis

This paper studies the determinant factors that influence the adoption of Radio Frequency Identification (RFID) by Logistics Service Providers (LSPs) in Malaysia. The influencing factors include costs of the technology, perceived risks of technology, organisational readiness, the size of the organisation, customer and competitor pressures and government support. To provide insight into these factors, this study employed a questionnaire survey. The data are obtained from 68 logistics companies. The results provided evidence that the adoption of technological innovations is influenced significantly by technological, organisational and environmental characteristics and that adopting new technologies will increase supply chain performance for the logistics industry in Malaysia.

Physician perceived value as a mediating variable between marketing mix strategy and physician satisfaction

Purpose Physician satisfaction (PHS) in the pharmaceutical business is a major issue that has created serious concerns for pharmaceutical companies and medical practitioners. The purpose of this paper is to explore the mediation effect of physician perceived value (PPV) on the relationship between marketing mix strategy (MMS) and PHS in the pharmaceutical industry in Yemen. Design/methodology/approach A non-probability purposive sample of 500 physicians was surveyed by using a self-administered questionnaire. Out of the 500 questionnaires, only 192 surveys were returned. Consequently, only 170 questionnaires were usable for the final analysis, with a 34 percent usable response rate. Several statistical techniques were performed including reliability, factor analysis, multiple regressions analysis, and hierarchical regressions to examine the mediation effect of the PPV. Findings The results showed that MMS elements, namely, product, price, promotion, and place, significantly contributed to PHS. The results also indicated that MMS elements, namely, price, place, and promotion, significantly contributed to PPV, whereas product showed an insignificant contribution. The PPV significantly contributed to PHS. Hierarchical regression results indicated that PPV partially mediated the relationship among MMS elements, namely, price, place, promotion, and PHS. Product variable was excluded in hierarchical analyses because the variable was insignificant to PPV. Originality/value This paper is the first to deal with perceived value as a mediating variable between elements of MMS (4Ps) for drug product and PHS in the context pharmaceutical business.

The Development of Synergy Model on Internal and External Suppliers for Asian Airlines Industry

This paper examines the airline industry to develop a synergy model in internal and external suppliers for Asian airlines industry. An extensive literature review is conducted to present a synergy model to develop Asian airline competitiveness, safety and service quality. The literature review is highlighted to seek the relationships between internal marketing and internal service quality and identify whether the relation of supplier can moderate them. The review reveals that a synergy model based on internal marketing, internal service quality and supplier relations can overcome the Asian industrial phenomenon, especially in maintaining the service consistency and competitiveness. This model is needed for developing airline service and safety. Research in airline business is critical, as the quality of the airline service is declining in contrast with this industry’s growth. This paper provides insight into two important suppliers needed for the success of the airline industry.